Service Desk Analyst

Job Overview :

We are hiring a Tier 1 - Technical Support Specialist to provide first-level support to our customers, including physicians, nurses, and end users, ensuring they can spend more time with patients and less time managing prescriptions.

Our work environment is team-focused, flexible, and collaborative, and we are looking for a customer-focused team player who can provide efficient and effective resolutions while exceeding client expectations.

Key Responsibilities :

Accept incoming phone support calls, support emails, and inbound support cases via our customer community portal.

Work with customers to gather information, request pertinent details, and assess issues.

Leverage various tools, documentation, and knowledge bases to assist customers with resolutions or escalate cases to secondary support.

Utilize available documentation to understand and support client software applications.

Accurately record case details, troubleshooting steps, and resolutions in the case management system.

Follow up with customers to ensure issue resolution and satisfaction.

Requirements :

Education & Experience :

Any equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities to perform the role effectively. Minimum of 1 year of Software / IT Support experience in a customer-facing role.

Proficiency in Microsoft Office Suite. Experience using case management tools such as Salesforce, ServiceNow, or ZenDesk.

Strong problem-solving skills and attention to detail.

Excellent verbal and written communication skills. Ability to provide quick and accurate updates and solutions to customers.

Ability to multitask and manage time effectively in a fast-paced environment. Self-motivated and able to work both independently and collaboratively.

Passion for improving troubleshooting documentation and support processes.

Work Schedule & Location :

Must be based in the Philippines.

Onsite work required

May require shifting schedules, including weekends or holidays, depending on customer needs.